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We have a request from our service manager to set the amount of time a call will be in a pending state. Current when we put a call into pending it will stay in pending until a user action to set back to assigned, is there a way to create a field/action that when a call is put into pending, you can say for 2 hours, or 2 days then it will become active again when the date in pending matches current date? or even when the call gets an update from the user then it is set to active again.
We have this feature in another Helpdesk Software used for another customer, but this would be very handy in GLPI as well to stop calls going into pending and people forgetting about them.
Also will help to calculate the time spent on a call as calls will not be able to set to pending when someone is acutally working on call.
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